Pengaruh Kecepatan Pengiriman dan Kualitas Layanan terhadap Kepuasan Pelanggan pada e-commerce

Abstract

This study is motivated by the rapid growth of e-commerce, which has led to increased consumer expectations regarding fast and high-quality service. In an increasingly competitive market, customer satisfaction has become a key factor in ensuring business sustainability. This study aims to analyze the influence of delivery speed and service quality on customer satisfaction in e-commerce. The method used is a qualitative approach involving a literature review through the collection and analysis of various relevant scientific journals. The results indicate that delivery speed has a influence on customer satisfaction, as punctuality and the accuracy of delivery estimates meet consumer expectations. Furthermore, service quality also influences customer satisfaction through aspects of reliability, responsiveness, assurance, and empathy in service delivery. Overall, both variables play a significant role in enhancing customer satisfaction on e-commerce platforms such as Shopee